Experts from AMAZON Needed for FMCG Interview about Customer Support
We are an experienced research team conducting a professional industry study in the FMCG (Fast-Moving Consumer Goods) sector.
We are looking to speak with senior decision-makers responsible for customer support and service operations within FMCG-related companies.
Priority Companies:
We are interested in experts from Amazon
Who We Are Looking For:
We invite experienced professionals who currently lead or manage customer support/service functions
Relevant titles include:
Customer Service Director / Director of Support
Director of Customer Care / Customer Operations
Head of Support Operations
Head of Contact Center
Senior Customer Support Manager
Senior Customer Service Manager
Senior CX Manager / CX Operations Manager
Senior Product Manager
Responsibility Scope (Screening Criteria):
You should be directly involved in several of the following areas:
- Defining service strategy, standards, KPIs, and improvement priorities
- Influencing or approving budgets, platform/tool selection, and outsourcing models
- Owning service performance metrics (SLA, response time, CSAT, NPS, resolution quality, cost per contact)
- Using regular reporting on support metrics and contact drivers
- Managing internal and/or outsourced support teams
- Workforce planning, scheduling, and seasonality management
- Handling escalations, incidents, returns, and compensation processes
- Managing and developing support channels (chat, phone, email, messaging apps, in-app support, etc.)
- Participating in chatbot / AI / automation tool selection and rollout
- Feeding customer insights back into product and operations teams
- Launching service improvements based on contact reasons and customer feedback
Engagement Format:
- Paid research interview, a reward of $100
- Remote via Zoom, 60 minutes
- Confidential, insight-focused discussion (no sensitive data required)
To Apply, Please Include:
1) Your current role and responsibilities
2) Company and industry segment
3) Years in current position
If you match the criteria, we will contact you with next steps and scheduling options.
